Customer Support Specialist

3 days ago

Manila, National Capital Region, Philippines GPC Philippines Corporation Full time ₱80,000 - ₱120,000 per year


Job Description:

GPC Philippines Corporation is currently seeking a Customer Support Specialist for a US-based client. This position will be working from 8:00 am to 5:00 pm PST and applicable for Philippine-based candidates only.


Job Description

The Customer Support Specialist will enjoy working directly with customers and helping them find solutions. You will be working closely with all members of the Customer Experience team, including Product Support, Customer Success, and Onboarding. The Support Specialist role is responsible for addressing and resolving inbound customer issues related to client's full product catalog via phone, email, and chat.

Key Responsibilities:

  • Investigate and resolve incoming customer inquiries across the client's suite of products and services, including email marketing automation (Campaigns), SMS/Text platform (Convos), and website platform (Websites).
  • Interact with the clients customers via email, live chat, and phone channels.
  • Triage and escalate complex customer issues to the appropriate team members (tier 2/product support).
  • Troubleshoot and resolve customer issues effectively.
  • Inform customers about the clients products and best practices.
  • Clearly communicate expectations, next steps, and timelines to customers.
  • Contribute to team and company projects as directed by your manager.
  • Collaborate with internal and external teams to ensure a positive client experience.

Inbound Issues Include:

  • Email marketing automation
  • Website content support
  • SMS automation
  • Customer billing

This role will use the following tools and systems:

  • Freshdesk
  • HubSpot
  • Zoom
  • Slack
  • Notion
  • Google Suite
  • The client's products, including the website platform, email automation platform, and texting platform.

Qualifications:

  • Years previous experience in a Saas or technical customer service position
  • Fluency in written and spoken English
  • Ability to clearly communicate with customers by phone, live chat, and email
  • Ability to multitask and meet deadlines
  • Proven ability to proactively troubleshoot and diagnose issues independently
  • Experience with web technologies, CMS and/or other website platforms
  • Solution-oriented mindset

Compensation and Benefits Package

  • Full-time legal work
  • Competitive Base Pay**
  • 13th Month Pay
  • Night Differential: Additional pay for night shifts (10 PM - 6 AM PHT)
  • Weekend and Holiday Overtime: Premium rates for weekend and holiday work
  • Internet Stipend: Monthly allowance for internet expenses
  • Generous HMO Coverage: Health coverage for you and 1 more dependent
  • Paid Time Off: Includes up to 10 days of sick and holiday leave annually, plus 17 days of Philippine public holidays in 2025
  • Provided Equipment: All essential tools and equipment supplied for your success

**De Minimis Benefits: These are included in your base salary and provided monthly.

Note: This is fully remote work; however, you need a clean, quiet workplace with a fast internet connection. 



Required Skills:

Pay
Web Technologies
SMS
Chat
Google Suite
HubSpot
Steps
Zoom
Email Marketing
Customer Experience
Salary
Onboarding
Customer Support
Timelines
Campaigns
Automation
Email
Marketing
Customer Service
English


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